About the Role
We are seeking motivated, customer-focused individuals to join our Contact Centre team. In this role, you will handle a variety of customer enquiries, provide clear and accurate information, troubleshoot issues, and ensure every customer receives a positive and professional experience.
The ideal candidate will have strong communication skills, great attention to detail, and the ability to remain calm and supportive during challenging conversations.
Key Responsibilities
• Manage inbound customer enquiries across multiple channels.
• Provide accurate information to customers regarding products, services, and account details.
• Resolve customer issues efficiently while delivering an excellent customer experience.
• Handle escalated or sensitive queries with empathy, professionalism, and resilience.
• Process account updates, adjustments, and service requests in line with company policies.
• Maintain accurate customer records and documentation in CRM systems.
• Work towards team and individual KPIs, including customer satisfaction and first-call resolution.
• Ensure compliance with privacy, data protection, and regulatory requirements.
Skills & Capabilities
• Previous experience in customer service or a contact centre environment.
• Strong communication skills – both written and verbal.
• Ability to multitask and navigate multiple systems with ease.
• Proficiency in MS Office and CRM platforms.
• Excellent problem-solving and active listening skills.
• Empathy, patience, and the ability to de-escalate difficult situations.
• High attention to detail and accuracy.
• A team-oriented mindset and the ability to work in a fast-paced environment.
• Resilience and a professional, customer-first attitude.
Qualifications
• Certificate or Diploma in Business, Customer Service, or a related field (preferred but not essential).
• Prior contact centre experience highly regarded.
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels.